So basically I was interested in adding some services to my phone this morning. I've got a Treo 755p and have been interesting in using Google Maps on it. So I go to Sprint.com to check their rates and a little chat window opens up and I'm greeted by a person or robot named "Jessica". All I want is a price - what does it cost to add the features I'm interested in. Seems like an easy question. The whole conversation took about 30 agonizing minutes. Some of my responses may seem pretty harsh, and I probably shouldn't have taken out my rage on poor little "Jessica". So if "Jessica" is reading this, I apologize, you were probably trained wrong or were, in fact, a robot. Those of you who appreciate
the great customer service at your local mobile provider may appreciate
this conversation. Enjoy.
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Jessica says: Hello, I'm a Sprint products
and services EXPERT (emphasis added). May I help you pick the plan that
is best for you?
You say: I'm interested in adding Vision services to my phone and was wondering what the price would be?
You say: I'd just like to get Email and use google maps. I have a Treo 755p.
Jessica
says: I can help you with that (I wonder how Sprint defines 'help'). First; may I move this
chat to the top of the window? It will be out of the way and I can stay
with you in case you run into any problems or if you have any
questions, okay? (That's reasonable, thanks Jess)
You say: sure
JESSICA SENDS A PAGE
Jessica says: Can you see the page below?
You say: I don't see anything below, all I see is the chat section. (The page was gray for about five minutes until she replied)
Jessica says: I'm going to send a Web page to the bottom of your screen showing our great Sprint Wireless Plans. OK? (If at first you don't succeed...)
You say: sure. (I'm still trying to be reasonable)
(about five minutes passes)
You say: You there? (did you fall asleep, Jessica?)
Jessica says: Yes.
JESSICA SENDS A PAGE
Jessica says: Are you currently a Sprint or Nextel customer?
You say: yep
Jessica says: Would you like to upgrae your phone, add a new phone to
share minutes, add a new phone with a new plan, or modify your services?
You say: well, I'd like to just use the google maps feature on my phone and maybe receive Email
Jessica says: Yes yu (not a typo) can do that. (DUH)
You say: ok, how much $$$
Jessica says: How much for what? 
(Uh, Star Wars collectibles on Ebay, what do you think?!)
You say: ok, do you understand what I am trying to do here? I am a
customer. Customers pay money for services. I would like the features
that I mentioned. There is a price you company charges for the
services. I, as the customer, would like to know what they cost. (This was probably a little harsh)
Jessica says: Would you like to upgrade your phone, add a new phone to
share minutes, add a new phone with a new plan, or modify your services?
You say: Look, am I talking to a computer, or someone who doesn't speak English? (This wasn't harsh, I was serious)
Jessica says: No you are not. (Well, that's a relief)
Jessica says: The Sprint website currently allows customers to modify
their existing plans and services online by logging into your account.
Jessica says: I'm going to send the Sprint home page to the bottom of your screen so we may begin this process, OK?
You say: I tried logging in before I started this chat and my account
said that it was currently not available. This happens a lot. (This is true, my account is unavailable about 80% of the time)
Jessica says: Unfortunately, we're unable to do that online. You can
either visit a local Sprint Nextel store or contact Sales Support at
1-800-777-4681.
Jessica says: Is there anything else I can help you with today? (I swear Jessica is a robot)
Jessica says: Again, my name is Jessica. Thank you for visiting
Sprint.com today. We appreciate your interest and look forward to
meeting your wireless needs in the future. Have a great day.
You say: Wow, I can't believe what a waste of time this was. No offense.
Sprint: Thank you for your time.
(No Sprint, thank YOU)
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So there you have it. It doesn't look like I'll be adding any services soon, so I'll probably just wait until I get to the office or home to check my Email. I'll probably just use a real 'map' in the mean time as well. Thanks, Sprint!